ComplaintsforElmington Property Management

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the past few months mgmt has been advised of several issues that need to be addressed to include proper unit painting, inop garage door for over 30 days which is used as an entrance/exit and seeking compensation due to this cause. Mgmt responses to problems have been of a unprofessional manner watering down the severity of the matter. When work orders are placed they are closed out without proper repair being done or the matter even addressed

  Customer response

  04/09/2024

  Heritage Hills Townhomes
  *******************************************

   

  **************************************************

  

  Business response

  04/10/2024

  Good afternoon,

  The garage door was completed and is working properly. We do not make these types of repairs in house, so we contacted a third-party vendor. A concession was given for this already, but the resident is wanting more. However, we will not be offering anything more, as we only issued this for the inconvenience. We have always responded to him regarding work orders, but he threatens legal action. I continue to respond via email, but let him know if he has any further "legal" questions, he can go through our lawyers office as we are not lawyers. The only outstanding issues he has currently is he wants his unit touched up with paint and he wants his tub resurfaced. He has been at the community for three years, and I normally would not do this type of work in an occupied unit. However, the maintenance supervisor said his paint in his home and on his tub is peeling a lot, so I have approved that to be done. The issue is, for the tub and painting we asked both of them to give us a weeksnotice so we can schedule everything, and never received notice of a date.There cannot be anyone in the home for the resurfacing of the tub for 4-6 hours, and unable to use the tub for 48 hours afterwards. For the paint, we need at least 1 weeks notice to ensure the painters will be guaranteed on the desired date. He has failed to give us this. There is nothing on our end that we can do without a notice since we do not complete the work needing to be done in house. We use 3rd party vendors. Please let me know if you have any othre questions. Thank you! 

  Customer response

  04/15/2024

   
  Complaint: 21547807
  
  I am rejecting this response because there is more to the story. The window screens are still awaiting PROPER REPLACEMENT (FITMENT) not just make do which is needed to PROPERLY vent the unit since it will be a 6 hour wait to occupy on top of the fact of finding temp shelter and to arrange around kids school and work times. its not as simple to just give up you shelter without making sure alternatives are in place unless they can provide another to utilize for the six hours as life for us goes on so again not as easy as they make it seem due to toxic chemicals.

  The tub stopper should not have any bearing on this matter as the missing item disallows proper use and more so a cause for drain blockage that I would assume that mgmt would want to prevent vs it incurring damage and/or repair charges.
  
  Sincerely,
  
  *****************************

  

  Business response

  05/02/2024

  Hi,

  We have been in contact via email on these issues, and I was never once notified about the screens. This must be a new issue. However, now that I do know, I can have maintenance go and measure to order you new screens. For the tub resurface, again, there cannot be anyone in the home for the resurfacing of the tub for 4-6 hours, and unable to use the tub for 48 hours afterwards. You never stated there was another issue with the drain. Please give me a call or send in an email in regard to the tub drain, and I will be more than happy to get this resolved for you. For the paint, we need at least 1 weeks notice to ensure the painters will be guaranteed on the desired date. You are more than welcome to call the office or come speak with me in person. Thank you! 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refuse to adhere to their own policies of noise complaints. No where in my lease does it state I have to provide recordings of noise by other tenants. People have been shot over here and I refuse to put myself and child in danger. I reached out after calling police and they said their is nothing they can do if I don't investigate it myself. They are refusing to handle my complaint and there is a year worth of emails to previous manager who addressed it before. Please help

  Customer response

  03/19/2024

  The residential property is ******************** property management ********** and ************;

  

  Business response

  03/29/2024

  Hello, Elmington Property Management is not affiliated with ********************.  According to their website that property is managed by Enfield Management. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of ************** on 06/30/2023. I have been constantly contacting the property about my security deposit and I keep getting told its coming or my boss hasnt done it yet. It has been 4 going on 5 months and I still have nothing its ridiculous. My address was ****************************.

  

  Business response

  11/13/2023

  Hello, 

  
  This has been escalated to:

  *****************************
  Regional Manager
  Elmington Property Management
  ***********************************************
  O:************

  Customer response

  11/13/2023

   
  Complaint: 20852895
  
  I am rejecting this response because: issue has not been resolved.
  
  Sincerely,
  
  *****************

  Customer response

  12/04/2023

  There still has not been an update on my complaint. No one has reached out to me or anything. My daughter submitted her complaint the same day as I did because she stayed in ************** as well and she received her check the following week. I call elmington no one calls back. I tried the online email forum and no one emailed back.

  

  Business response

  12/06/2023

  Hello, 
  
  This has been escalated to:
  *****************************
  Regional Manager
  Elmington Property Management
  ***********************************************
  O: ************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the apartment complex I'm currently residing in has been nothing but horrible. Friday October 13 I woke up to my bathroom flooding. I called after hours and they finally showed up and stated there was a pipe busted but was unable to turn it off. They stated they had to call a plumber in because they couldn't understand how the water was getting into my apartment. I have had this issue 6 times now over the course of 1.5 years since I've lived here. No one can fix it. i was told Friday that they were cutting the water off to fix the repair and then i get a text that they were going to come the next day because they didn't want it to be an inconvenience for anyone even though my apartment is directly affected. I was told they would be out saturday to fix t and not use my bathroom until then. Saturday comes and no one has been out. I was forced to stay in a hotel since i had no bathroom or shower now they don't want to reimburse back. Monday it was finally fixed after being told 3 different stories. I called tuesday to let them know of a light being out and no substantial lighting outside. That night as i had just walked into my apartment someone start trying to break into my apartment but you couldn't see because they never repaired the light outside like they said they would. Here it is 10/19 and they refuse to answer my calls. there is moisture still in the walls because they never did anything to dry it out and the lights still aren't fixed. This is a major safety issue even stated by police. I need help

  

  Business response

  10/25/2023

  The office was called regarding unit 98 on Friday October 13th, for water in their bathroom. A contractor, ***************** and Sons, was called by the community director to come out to assess the leak the same day.  After assessing the situation it was determined that the water was to be shut off starting Saturday. It was a day early so we could give residents enough notice of the water shut off. They began digging on Saturday and were unable to find the leak. They scheduled a leak detection company to come on Monday to find the leak.  Saturday a text was sent to the property that water repairs were to continue on Monday.The leak was found by **************************, and ***************** was able to fix the repair.  On Monday, October 15th,the water was shut off from 2 to 4 PM. That was communicated to residents once ***************** notified the office earlier in the day. The office spoke with the resident in 98 letting her know that the repairs had been completed and that should they need to make any repairs to the inside of her apartment due to the leak, they would be happy to do so. However, because she has a dog in her unit so she would need to coordinate a good time for us to access her unit without disturbing her pet. Nothing else has been communicated to the office regarding needing repaired inside her unit.
  
  She called the leasing office on Wednesday, October 18th and spoke with a leasing agent stating someone was jiggling her handle Tuesday evening.  She tried to call the police but stated they took too long to come out. However, we never received a police report, and heard nothing else of the event.   

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of ******************** apartments in ********* ** on June 12 2023. I am owed a security deposit back in the amount of $300. I still have not receive my money that was suppose to be sent to me via US mail. No one answers my calls, responds back to my emails. This issue is not resolved. ( former last name is *****)

  

  Business response

  10/11/2023

  Hello, **************,

  Thank you for your patience in this matter. After much research from the transition files, we could not find a record of your previous security deposit. However, we will honor the deposit listed on the original lease contract. 

  Check #**** has been cut for $300 and will be sent via **** on tomorrow, 10/12/2023.

  Please feel free to contact the Regional Manager, ******************, or myself if you have any questions.

  Thanks again,

  ***********************

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I live at North Lights Apartments and myself and some of my neighbors have some concers. My complaint is that don't have the safety of their residents in mind. Kids playing in the hallways and knocking on people doors. Cars and empty apartments getting broke into. Also anybody can walk in the building because people are not or don't have key fobs. A homeless man was caught sleeping in the stairwell and they don't clean up around the property anymore and you can smell weed smoke all through the buildings and outside when it is supposed to be a non smoking property. Also people don't respect people playing loud music all times of the night and morning. They need to move the people who aren't following the rules out. Also we need security around with all the cars getting broken into as well. For the rent that us decent people pay we shouldn't have to go through this and someone needs to try and do something about it.

  

  Business response

  08/07/2023

  We take safety measures very seriously. For instance, the property has on-site security working 40+ hours per week plus 24/7 video surveillance on the exteriors of the buildings.

  We will continue to evict residents with substantiated material non-compliance with their lease agreement. 

  We will also continue to send out reminder notices to all residents of the lease and house rules. We encourage our residents to report any violations to our office any time. 

  Thank you for bringing your concerns to our attention. 

  *****************/************ Management

  Customer response

  08/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My air conditioning has been out since June 26. Today is July 24. Management CLAIMS theyre waiting on a special part from the manufacturer but cant provide an ETA or tracking for this part Ive contacted the Regional Manager and he does not respond or reach out, only forwards the email back to the leasing office. Instead of offering to relocate, or offer to compensate my rent since ive been without air for ONE MONTH, the leasing agent, *****, offered to end my lease INSTEAD. Poor communication, terrible customer service. I have emails, screenshots, and recorded phone conversations. Theres no tracking number for orders? Theres no way to track if a package is lost in transit? No way to communicate to the manufacturer?

  

  Business response

  07/24/2023

  Can ******************* provide the name of the apartment community she is referencing so I can provide an appropriate response. Thank you.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The apartment we were supposed to sign a lease with on Tuesday May 9th tried to get us to sign Monday May 8th before we saw the apartment which we did not do. We toured the apartment May 9th and it was unlivable. There was spots of previous mold, leaks in windows, cracks in the foundation amongst damages to many other things in the apartment. It was also not the same floor plan/amenities we were shown would be ours upon applying. When we told them we would not sign the lease they refused to refund my admin fee which was a reservation for a livable apartment not what we saw. They then proceeded to be very rude and refused to give us the name of their property management company (thankfully I already had it I just had to search). They also said to get the $250 admin fee back it would have to be done in court. I was required to set up KUB (utilities) before move in. I set them up on Monday May 8th. When I called KUB to cancel my apartment had just finished up a phone call with them cancelling KUB which was in my name. The only way they could have done that would be using my application for my personal information to verify it was me. I am concerned with them having my personal information. Im also concerned they will sneaky get people who are desperate or dont look as much as we do at the apartment in there. With the health and safety risks I do not feel comfortable letting this go unsaid. I have pictures and videos on my phone of the unlivable conditions but they are all bigger than the 5mb. I can add them/send them if responded too. When they are seen it will be clear how bad it truly is.

  Customer response

  05/10/2023

  The apartment complex is ************* *********************************************************************

  

  Business response

  06/19/2023

  This issue was resolved with our consumer.  Her expense was refunded to her satisfaction.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hate to go home when I get off work my neighbor paying loud music I cant sleep at night I shouldve to leave like this and paying rent every month. In response to the prior email message that I sent on Monday I have not heard anything back from anyone concerning this matter I am still have the same problem and I need someone to please contact me.****** ************************

  Customer response

  03/16/2023

  ******************** apartment **********************************************************

  Customer response

  03/16/2023

  ******************** apartment **********************************************************

  

  Business response

  03/16/2023

  Thank you for the notification. Our local onsite staff reached out to ******************* today attempting to resolve the issue, we are waiting on a return call. We take pride in putting our residents first and look forward to servicing *******************.

  

  Business response

  03/16/2023

  Most Recent Message

  Date Sent: 3/16/2023 3:47:56 PM
  Thank you for the notification. Our local onsite staff reached out to ******************* today attempting to resolve the issue, we are waiting on a return call. We take pride in putting our residents first and look forward to servicing ********************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied for the apartments in December and they told me a week before Christmas that I didnt get approved for the apartment due to not having enough income and now Ive been waiting over 2 months for my refund and they are not being professional about when I should expect my refund

  

  Business response

  03/08/2023

  I would be glad to research this situation, but I need to know which community this is in reference too. 

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Its in reference to ********************* Apartments at Olley Creek in ********, **.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩